Job description
Position Description
The Lead Technical Support Analyst acts as second line of support for escalated Keepstock issues in the field, monitors system failures, communicates technology deployments to the end user community, and assists with technology changes. The lead TSA will act as a liaison between the Tier 1 and Tier 2 groups, ensuring a level escalation process.
Principal Duties and Responsibilities:
The Keepstock Lead Technical Support Analyst will interact with field partners (OSR’s, MOS’, Sellers) to provide Hardware and Software support through multiple communication channels.. The lead TSA will provide an important two-way communicational channel between the frontline support groups and the remaining support analysts. As a lead TSA, this role will be responsible for managing work intake for the team, distributing tasks, and ensuring team members have capacity to complete assignments.
The lead Technical Support analyst is responsible for: maintaining configuration tools, solving/monitoring system failures, trend analysis, escalating/closing service tickets; providing content for job aids, quick tips, and knowledge base articles; documenting issues resolution; service coordination; monitoring the operating environment; and communicating and creating communications protocol (scripts).
Position Requirements:
- BS/BA or equivalent preferred
- 3 to 5 years’ experience in related field
- Must be detail oriented and quality focused as well as analytical and resourceful with an ability to plan, prioritize and organize multiple projects.
- Ability to influence and build relationships cross-functionally while creating an environment that fosters teamwork to achieve common goals.
- Must have outstanding verbal and written communication skills.
- Uses independent judgment to quickly solve customer problems.
- Working knowledge of the KeepStock systems and solutions preferred.
- Demonstrated ability to drive results with the passion, energy and business skills to drive a consistent customer experience.
- Working knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint, and Access.
Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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